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Business Profile

Restaurants

Whataburger

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Whataburger's headquarters and its corporate-owned locations. To view all corporate locations, see

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Whataburger has 432 locations, listed below.

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    Customer Complaints Summary

    • 139 total complaints in the last 3 years.
    • 50 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/26/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After placing a delivery order through their mobile ordering system, my order was assigned to a driver and I was informed that a driver was picking up my order. I waited 30 minutes before calling the restaurant, when they informed me that a driver had picked up my food already and that there was no way to tell where the food was at that point. They did not offer any solutions to get me the food I had already paid more than $15 to have delivered. The entire price of the order was $34.71! I was told there would be nothing more they could do on the store level and to call corporate. Corporate answered to phone immediately only to tell me the claim would be escalated within their internal affairs division, and if a refund was necessary one would be issued. Never did this company suggest that I might see some of the food that I ordered, nor did they make any attempt to justify their points of failure. Instead, I felt that they placed blame on me as a customer ordering from their establishment. I only wanted to receive food from this restaurant. I will not be making that mistake again.

      Business Response

      Date: 09/13/2024

      Hello Mr. ******************* you for letting us know about your recent Whataburger visit. Our records show that a refund in the amount of $34.71 was processed back to your card on 8/24/24. Again, this may have taken a few days to reflect on your statement, depending on your financial institution's processing times. For all follow up service issues please reach out directly to our team via our 'Contact Us' form at *********************************************.

    • Initial Complaint

      Date:08/20/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      At around 4am on 8/13/24 I visited Whataburger located at ****************************************************************************************. JohnTee took my order and took my payment. Once my payment was taken, I set up the drive-through for at least 10 to 20 minutes and nobody came to the window or apologize about the delay. I patiently waited for my food. When my food finally came out, a female employee handed me my food, and I asked her in a reasonable manner if she could tell me what took so long. She started yelling at me THERES ONLY THREE OF US!, and slammed the drive-through door. The lobby had customers at the time, but there were zero cars at the drive-through behind me. I collected my food and pulled up past the drive-through and walked in to try to address the situation and get the name of the person who yelled at me. JohnTee had walked up to me at this point and refuse to give me this employees name and started cursing at me and behaving unprofessionally. Now I can see why the employees behave the way they do under ******** Lack of professionalism, and the way he lets his employees treat customers as a team lead. This was extremely unacceptable and no employee who curses at a customer should be allowed to continue with their employment. I will be very disappointed with Whataburger if they do not address this situation appropriately. I had to call corporate office three times over a seven day period in order to get a follow up call regarding this situation. JohnTee and his employees at this location did not take this issue seriously and think this is a joke.

    • Initial Complaint

      Date:08/13/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/31/2024 I had to place an order for delivery through the Whataburger website. The burger I wanted can't be ordered through one of the independent delivery services because it isn't available through them, only the Whataburger site. Whataburger charges a delivery fee when the others don't ( see screenshots). In 2 orders I was charged $15.

      Business Response

      Date: 09/10/2024

      Hello *********************,

      Thank you for letting us know about your recent Whataburger visit. Our records show that a partial refund of $11.68 was processed on 8/1/24. For all follow up service issues please reach out directly to our team via our 'Contact Us' form at *********************************************.

      Customer Answer

      Date: 09/10/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *********************

    • Initial Complaint

      Date:08/08/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We went to the location on ******** and ******************* in mesa ******* *****. We went there and ordered 3 burgers and 4 French fries. And the meal didn't taste good and the lady didn't give me all the money and she was rude about and the guy called me he didn't really want to the help us. He wanted me to call the corporate manager and he was rude. We didn't want to go back and the manager was rude to me. Resolution we want our money back. Because the guy was very rude to us because we spent $90.00 dollars. And he wanted us to have coupons and we just wanted our money. He was rude and so was the lady. We are recovering from cold .we are on oxygen and have health issues. Thank you

    • Initial Complaint

      Date:07/22/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered through the Whataburger app for delivery. When my order came one of the meals was not included. Only the drink for that meal came but the other meal came. I contacted the store to get it delivered. Was informed that its 3rd party and was given the Whataburger corporate number to get a refund since done through the app. I have been waiting over a week for a resolution and nobody has reached out. I contacted them more than 3 times and keep getting no resolve.

    • Initial Complaint

      Date:07/19/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed order via app 7/17/2025 @9:42 am. App glitched when coupon was added and switched pickup location. Realization was made immediately and ordered from correct location. Refund was requested via telephone and email for the order placed at incorrect location. Was told via email refunds and cancelations could not be processed it was against app policy. No food was received and refund was denied. This is theft and they refused to allow me to cancel or refund my order. So they kept the food and my money.

    • Initial Complaint

      Date:07/19/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7/7/24 I placed an order. Only the drinks were delivered. I called the customer service number right after only the drinks were delivered. The customer service rep told me I would be refunded. A few days ago I submitted a complaint with the online business app. The reply email said someone would reply in 2-3days. I still have not received a reply or refunded.

    • Initial Complaint

      Date:07/12/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to this location yesterday for breakfast and I paid at 837am. I sat in the drive thru at the windows after paying for about 8 or 9 minutes. Then being asked to pull ot the front since they were waiting on my cinnamon roll. I order a ***** melt meal and a cinnamon roll. That's it. While I'm being asked to pull to the front I see people getting food on the other drive thru lane that came up after I did. So I go to the front. I sit there about 10 more minutes and I go in at this point because I've been sitting there until almost 9am. It around 845 at this point. I go in to see what's going on with my order. I see no workers doing anything. No orders on the screen. The girl **** took my payment sees me standing there watching so she tries to grab my cinnamon roll to actually start making it. I asked if it was mine and I told her not to make it and give me my money back. My ***** melt meal was sitting there the entire time and was not under any eat. When i actually got to my food in the car after leaving my food was cold. Anyway the manager comes over because I'm asking for my money back and starts telling me he won't refund me and I either get the food or the money. I informed him I am not waiting on that cinnamon roll and I want my money. He starts going back and forth with me as if I'm not supposed to be upset. Informs me that I'm not to come back to the store and then also tells me he won't give me my money back. I informed him yes the **** he would and informed him I would write the BBB ans attorney **************** I ended up getting my cinnamon roll money back and I snatched my order off the counter and left. To find out my food was cold anyway and my child couldn't get his breakfast. This was a disgusting experience and I would like to speak with the owner regarding it. I would like my meal re made as well but we can speak when I'm contacted, if I'm contacted.

    • Initial Complaint

      Date:07/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 30th I made an order to Whataburger through their app for curbside pickup when I went to pick up my food my order was incomplete. I called the establishment to let them know to which they're only option to rectify the situation was for me to drive all the way back to the establishment which I did. Once I arrived at the establishment I was told to wait in the Drive-Thru line and once I finally reached the window I was told to pull forward and wait because they were unaware that my food was missing even though I had called prior to my arrival. And because of all of the wait time the rest of the order that I did receive at curbside pickup was cold and hard. I was never given any option for store credit or just a refund so because of that the rest of my meal was ruined and my time and gas was wasted having to come all the way back to the establishment and wait over 25 minutes for the food that I should have received the first time I was there for my curbside pickup.

    • Initial Complaint

      Date:06/28/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      06/28/2024 I went thru the drive thru in ********** at whataburgeri pulled right up to the speaker and to the window with no other customers infront of me. We waited a while for are food finally got it, got home and our burgers were very very soggy. I couldn't eat the burger because it was absolutely disgusting and cold. My fries were also cold I paid a lot to eat here and I'm super disappointed in the food quality. My family usually loves going to eat at whataburger.

    Whataburger is NOT a BBB Accredited Business.

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